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Added 15 mins ago
A
Human Resources Business Partner (4-Month Contract)
Acosta
Mississauga, ON
- Full-time
The HRBP functions in a strategic business partner role to provide and facilitate HR strategies and services. In this role you will serve as the primary HR contact to Department Head (s)…
Added 1 hour ago
QP
Area Manager, Self-Storage
QuadReal Property Group
Vancouver, BC
- Full-time
QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.
Added 1 hour ago
S
Bilingual Talent Acquisition Partner, Retail (Contract)
sephora.com
Montreal, QC
- Full-time
Ready for a career glow-up? As the Talent Acquisition Partner for Retail, you’ll manage the full-cycle recruitment process, proactively attracting, sourcing, and hiring top talent for…
Added 2 hours ago
OC
Senior ERP Functional Consultant
OERP Canada
Toronto, ON
- Internship
…solutions. We believe in fostering an environment where our people are consistently challenged, encouraged to collaborate, and empowered to grow both personally and professionally. Our…
Added 2 hours ago
MF
Senior Administrative Assistant
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
Mackenzie Investments, founded in 1967, is a key part of IGM's business model, serving as a comprehensive asset-management partner for Canadian financial advisors and their clients.
Added 2 hours ago
CP
Member Care Associate (Bilingual)
CAAT Pension Plan
Toronto, ON · Head Office
- Full-time
Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at…
Added 2 hours ago
M
Senior Product Delivery Manager
Manulife
Toronto, ON
- Full-time
…operational efficiency, and risk management capabilities. You will partner closely with business stakeholders, technology teams, and operations leaders to deliver innovative solutions that…
Added 3 hours ago
Information Security Trust and Compliance Adviser - Toronto, ON
Flight Centre
ON
…up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing –…
Added 3 hours ago
CM
Human Resources Business Partner
Canadian Mental Health Association Simcoe County
Barrie, ON
- Other
The HR Business Partner (HRBP), in accordance with the agency's policies, standards, and guidelines, provides trusted, expert operational HR support to people managers across CMHA Simcoe…
Added 3 hours ago
C
Human Resources Advisor
Co-op
Winkler, MB
- Full-time
…the Pembina Valley - where success is shared with the very people who call this place home. Powered by local ownership, local decision‑making, and local impact, your work here goes beyond a…
Added 4 hours ago
M
Director, Print & Post Operations & Financial Management
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Partner at a leadership level with Finance, Procurement, Business/Product, IT, and the transformation squads.
Added 4 hours ago
M
Manager Engineering
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…program management expertise, and a passion for developing people and…
Added 4 hours ago
M
Lead Solution Architect
Manulife
Toronto, ON · Waterloo, ON · Regina, SK · Vancouver, BC · Halifax, NS · Calgary, AB
- Full-time
Partner with executive leaders, engineering teams, product leaders, risk, security, and operations.
Added 4 hours ago
M
Director, Third Party Risk Management – Quality Assurance & Governance (Line 1B)
Manulife
Toronto, ON
- Full-time
Partner with senior stakeholders across Procurement, Risk, and Business Units to influence outcomes and strengthen risk management practices
Added 4 hours ago
J
Senior Facilities Manager
JLL
Toronto, ON · CAN-CLIENT Toronto-Omnicom
- Full-time
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best,…
Added 4 hours ago
E
Immigration Operations Advisor
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
- Full-time
Partner with business leaders, HR, Talent Acquisition, Payroll and operational stakeholders to support recruitment, retention and workforce planning initiatives where immigration…
Added 4 hours ago
L
Payroll Supervisor | Contract Until January 2028
lululemon
Vancouver, BC
- Full-time
Partner with cross-functional stakeholders (People & Culture, Finance Systems, and business leaders) to resolve payroll issues and improve the employee experience.
Added 5 hours ago
AC
Human Resources Business Partner
Aston Carter
Richmond, BC
- Contract
Job Title: Human Resources Business Partner (HRBP)
Added 5 hours ago
TR
Global People Systems Analyst
Teck Resources Limited
Vancouver, BC · Greater Vancouver, BC
- $76,000 to $94,000 CAD / year
- Full-time
Reporting to the Global Data Owner, HR, the Global People Systems Analyst is responsible for the technical and data aspects of implementing the Employee Central (EC) module in our existing,…
Added 5 hours ago
LC
Senior Manager, Learning, Development and Engagement
Loblaw Companies Limited
Toronto, ON
- Full-time
Partner with business leaders to understand teamwork and engagement challenges and develop targeted responses, including people survey initiatives.
Added 6 hours ago
TR
Principal Product Manager, Content Transformation
Thomson Reuters
Toronto, ON
- Full-time
Partner closely with Product Content leaders, tax analysts and other domain experts to understand tax content, software, and customer workflows and pain points, identifying opportunities to…
Added 6 hours ago
U
Sr Customer Success Manager - Bilingual (French/English) / Gestionnaire principal de la réussite client - Bilingue (français/anglais)
UKG
Remote, Canada
- Full-time
- Remote
…end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we…
Added 6 hours ago
ML
Area HR Manager
Matrix Logistics Services Limited
Mississauga, ON
- Full-time
…strategic counsel and advisory services to leaders on business- and people-related issues? Do you take an energetic and influential approach to bring challenge and perspective to a business…
Added 6 hours ago
CP
Member Care Associate (Bilingual)
CAAT Pension Plan
Toronto, ON
- Full-time
Here, you’ll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn’t just feel different at…
Added 6 hours ago
C
Hourly Cashier The Rec Room Roundhouse - Seasonal
Cineplex
Toronto, ON · Roundhouse The Rec Room
- Part-time
…communities across the country (Topgolf). Cineplex is a joint venture partner in SCENE, Canada’s largest entertainment loyalty…

IntouchCX

Operations Manager

Winnipeg, MB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 1, 2026
Posting language: English
Posted: Oct 2, 2026

Original job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

Ensure proper planning, staffing and direction of the operational functions
Manage and supervise teams
Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Develop customized reporting to measure and track operational statistics, data and results
Develop solutions to improve business performance and partner success
Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
Motivate teams through relationship building and real-time coaching
Develop and deploy incentive programs to motivate employees to achieve desired outcomes
Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have…

Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
A minimum of 5 years of experience in the contact center industry
At least 3 years of experience in an Operations Management role overseeing front-line employees
Experience in client relationship management and employee development/coaching
Experience dealing with escalated issues in a contact center capacity
The ability to successfully work across cross-functional teams
A positive work ethic and commitment to achieve the best possible outcomes
The passion to be a role model that exemplifies our 10 Things (cultural values)
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
Excellent communication skills; listening, verbal and written
Ability to assess the “big picture” and draw connections between inputs and outputs
Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
Ability to use spreadsheet applications to maintain and develop operational and financial data reporting
Ability to type 30 WPM with accuracy
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.

Benefits of Working as a Operations Manager…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits
Amazing career growth opportunities

Apply About employer

More about this job

Responsibilities

Direct operational activities for assigned programs, including staffing, team supervision, coaching, and employee development. Monitor KPIs and service levels, analyze performance data, improve business outcomes, coordinate staffing changes, and collaborate with partners and internal departments.

Requirements

Requires at least five years of contact center experience and three years in operations management overseeing frontline employees, along with experience in client relationships, coaching, and escalated issues. Candidates should have strong leadership, communication, analytical, organizational, and spreadsheet skills; post-secondary education is required, with a Business or Commerce major considered an asset.

Skills

Operations Management
Contact Center Operations
KPI Management
Team Leadership
Staffing and Workforce Planning
Employee Training and Development
Employee Engagement
Performance Analysis
Root Cause Analysis
Operational Reporting
Coaching
Cross-Functional Collaboration
Problem Solving
Google Workspace

Benefits

Medical Benefits
Vision Benefits
Dental Benefits
Paid Time Off
Career Growth Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Digital Customer Experience
Back Office Processing
Trust and Safety
Artificial Intelligence Services
Operations Management
Key Performance Indicators
Service Level Agreements
Staffing
Workforce Management
Team Leadership
Employee Engagement
Training and Development
Performance Analysis
Root Cause Analysis
Operational Reporting
Escalation Management
Incentive Programs
Cross-Functional Collaboration
Google Sheets
Google Slides
Google Docs
Google Drive
Spreadsheet Applications

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